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Debunking Security Concerns with Hosted Call Centers

The call center landscape is experiencing significant changes, both in the business model itself and its underlying technology. The ability to access telephony and applications over the Internet has increased the flexibility of the call center workforce, introducing a new trend: the work-at-home agent. Driven by a greater need for both flexibility and cost control, hosted call center solutions, also known as hosted call centers, are seeing double-digit growth rates. Hosted call centers provide a number of business benefits, improved business agility, decreased capital expenditures, and lower total cost of ownership (TCO).

While research shows a steady increase in the number of companies moving to cloud-based services, many business leaders are questioning the ability of the provider to ensure adequate security. The risks, both real and perceived, are present at many levels, and each solution provider differs in its approach to security. This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider.